From the Ground Up: For Mynd’s Denia Ray, There’s No Other Way
Interested in property management? Google it. Need to know tenant screening best practices? Google it. Want to know how a property stacks up compared to local competition? Google it.
Nowadays, property managers can find just about anything they need to know just by doing a little Google search.
Denia Ray, though, learned the ins-and-outs of property management before there was a Google. She had to learn how to be an exceptional property manager, through on the ground experience. But you won’t hear her complain. Getting her hands dirty? Making mistakes, pivoting, and improving systems? She loved every minute of it!
For the next 30 years, Denia’s property management career took many twists and turns. She was a prime HUD contractor, where she managed all aspects of the real estate owned (REO) process, from pre-acquisition mortgagee compliance to the marketing and sale of HUD-owned properties. She managed a huge REO portfolio where, during the depths of the recession, her team averaged 1,100 closings per month. And as the COO of TenantAccess, she was charged with ramping up the first centralized rental platform in the nation.
The latter achievement is certainly one of Denia’s proudest.
“At TenantAccess, we built the first centralized solution to consolidate a series of property management functions. We realized that, by using software and technology, we were able to mitigate risk and ensure controls for rent collections, repairs and maintenance, code violations, evictions, reporting and more.” In this role, Denia helped build a network of more than 450 regional property managers, and instituted a property management “liaison” system as a way of improving customer service for both clients and residents alike.
TenantAccess was part of FirstService, a $2.3 billion publicly-traded corporation. And Denia helped build it from the ground-up.
So, it should come as no surprise that we were THRILLED when Denia agreed to join our team. Denia has the property management experience, passion and wherewithal to help Mynd achieve similar success. Denia joins Mynd as our San Diego Regional Property Manager.
In her first month she has already had a tremendous impact in getting us up and running in San Diego.
“I’m a firm believer in innovation,” she says. “I’ve always challenged my team to challenge the status quo. Even if we’re knocking our KPIs out of the park, there’s ALWAYS a competitor who wants that piece of the pie. We need to constantly be evolving, adjusting to regulatory or financial pressures on the industry. We need to challenge ourselves to do better, to always be a step ahead of our competitors.”
And how do we do that?
For Denia, it all starts with customer service.
“Customer service means listening to what our customers want,” she says. “In this case, we have multiple customers that we need to pay attention to. Obviously, that means our rental owners. But it also means our vendor partners. We need to provide high-quality service to our vendors in order for them to respond well to our residents’ concerns. And then there are the residents. Our residents are also our customers. At the most basic level, we need to respond quickly to any of our residents’ health or safety concerns. But we aren’t here to provide basic service. From top to bottom, we want to provide industry-leading customer service for our residents.”
Denia has the chops to help us do that.
It’s not often you find a rockstar property manager who also has a passion for driving technology enhancements to improve processes. Denia does. And she’s worked closely with banks, government agencies and other service providers – so she understands their needs for secure technology that is also nimble and flexible. She believes a better, more centralized system for owners and residents can be achieved with fewer applications. That we can give people robust technology at their fingertips, with transparency, AND put a great property management team behind it.
She’s set out to do it, and already, she’s wasting no time.
“At Mynd, we all have a stake in the game. We’re working really hard, long hours, but I’m excited about all that we have on the horizon,” she says. “We’re going to transform the property management industry from the ground up. We’re going to get this right. We’re going to deliver service that SURPASSES expectations. It won’t be easy—and that’s what excites me the most.”
Want to learn more about Denia? Connect with her on LinkedIn or better yet, meet her in person! Denia will be at our San Diego launch event on March 15, so swing by and say hello! If you are interested in attending our launch event, please email us at email@example.com.